WhatsApp Integration

Agent and User communication via WhatsApp is possible through integration with MessageBird.

CC Administrators must have an existing account in MessageBird to set up the integration with Admin Portal. Through this integration, Agents will be able to send and receive messages from Customers using a phone number associated with the resulting WhatsApp account.

WhatsApp is part of our existing SMS and Messaging services, which includes Twilio. All major functionalities are inherited from the SMS and Messaging service. This means that:

• To use this messaging provider, CC Administrators MUST create chat queues and assign Agents to them.

• Once the integration is successfully set up, a WhatsApp number will appear in a list of other SMS and Messaging numbers. Then it can be chosen for routing to the selected chat queue.

• CC Administrators will be able to configure the settings for WhatsApp messaging just as it is done for other SMS providers:

  • Send a reply message when a message is received

  • Send a reply message when the queue is closed

  • Send a reply message when the queue is unattended

  • Receive new messages even if the queue is closed or unattended

Click the links below to learn more about setting up and using this integration.

1. Preconditions--What you must know before proceeding

2. Setting up a MessageBird Account & WhatsApp channel

3. Setting up the MessageBird integration within CC Admin Portal

4. Configuring a WhatsApp number in CC Admin Portal

5. Using WhatsApp with Contact Center

6. FAQs and list of known issues